Summary
Overview
Work History
Education
Skills
Timeline
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Aliaa Atef

Team Leader
Al Haram

Summary

Dynamic team leader with a proven track record at Noon Food, excelling in performance monitoring and customer retention. Expert in coaching and developing talent, enhancing team productivity through process improvements. Recognized for resolving complex customer complaints with empathy, driving satisfaction and loyalty. Strong communicator skilled in data reporting and escalation management.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Team Leader-KSA

Noon Food
04.2024 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Team Captain-UAE

Noon Food
10.2023 - 04.2024
  • Monitored the UAE customer service queue and ensured shift closure, with SLA performance consistently exceeding 90%.
  • Monitored tickets and call interactions across the team to identify and correct errors, ensuring consistent achievement of an 85%+ quality score.
  • Tracked recurring complaints and proactively resolved high-impact issues at the root cause to prevent recurrence and improve overall customer satisfaction.

Escalation& Retention Specialist

Noon Food UAE
11.2022 - 10.2023
  • Managed customer complaints on social media and DED channels, ensuring timely resolution and high satisfaction.
  • Shared critical customer feedback with management to support service improvement initiatives.
  • Built and maintained strong relationships with key accounts, fostering long-term loyalty.
  • Successfully retained dissatisfied customers, including those who initially insisted on never using the app again.

Chat Customer Service Representative-UAE

Noon Food
09.2021 - 11.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Education

Bachelor of Arts - English Language And Literature

Depratment of English Laguage And Literature
Giza
04.2001 -

Skills

Team Leadership & Coaching

Performance Monitoring & Feedback

Customer Complaint Handling & Escalation Management

SLA & KPI Management

Quality Assurance & Improvement

Conflict Resolution

Customer Retention

Strong Communication Skills (Verbal & Written)

Multichannel Support (Phone, Chat, Email, Social Media)

Data Reporting & Root Cause Analysis

Training & Onboarding New Agents

Time Management & Shift Planning

CRM & Ticketing Systems (eg, Zendesk, Zohodesk)

Process Improvement

High Emotional Intelligence & Empathy

Timeline

Team Leader-KSA

Noon Food
04.2024 - Current

Team Captain-UAE

Noon Food
10.2023 - 04.2024

Escalation& Retention Specialist

Noon Food UAE
11.2022 - 10.2023

Chat Customer Service Representative-UAE

Noon Food
09.2021 - 11.2022

Bachelor of Arts - English Language And Literature

Depratment of English Laguage And Literature
04.2001 -

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Aliaa AtefTeam Leader